Location: REMOTE / Richmond Hill, Ontario
This job allows you to work remotely.
Key Responsibilities:
Design and maintain advanced Dialogflow ES/CX agents, including the development of multi-turn conversational flows, intents, entities, and fulfillment logic for voice and chat experiences.
Craft effective and natural conversational scripts, optimized for accurate Natural Language Understanding (NLU) and resilient error handling strategies.
Deploy and manage Google Cloud Contact Center AI (CCAI) for both chatbots and voice assistants, ensuring seamless customer engagement across channels.
Connect Dialogflow ES/CX and CCAI to enterprise backend systems via APIs to enable end-to-end automation and data sync.
Conduct user research and analyze interaction data (e.g., chat transcripts, performance logs) to uncover pain points and drive iterative improvements to the conversational experience.
Must Have Skills:
3–5 years of hands-on experience with Dialogflow CX, IBM Watson, or Amazon Lex, including deployment, optimization, and maintenance of production-grade virtual agents.
Strong understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and Large Language Models (LLMs)
Proficient in Programming Languages - Strong skills in Python are often used for Dialogflow CX fulfillments and integrations
Background in conversational design, UX writing, or content strategy with a focus on human-AI interaction.
Familiarity with conversation analytics (e.g., Confusion matrix, containment rate, deflection rate) and ability to apply insights to improve performance.
Proficient in visualizing conversational flows using tools like Figma and Miro.
Experience with tuning to enhance agent performance.
Exceptional written and verbal communication skills, with the ability to craft natural, empathetic, and brand-aligned dialogue.
Preferred Attributes:
Bilingual English/French)
Demonstrated portfolio of Conversational AI projects.
Ability to manage multiple projects concurrently with a focus on detail and excellence.
Analytical mindset with strong problem-solving abilities to identify and resolve conversation-related issues.
Team-oriented with strong collaboration skills across both technical and non-technical teams.
Strong mentorship skills and a willingness to support and elevate other team members
Education:
Bachelor’s degree in Computer Science, Artificial Intelligence, Machine Learning, Linguistics, Cognitive Science, or a related field.
